Ask us. We'll help you.
Whether you’re looking for answers, would like to solve a problem, or just want to let us know how we did, you’ll find.
Monday to Friday from 9am to 9pm. GMT time. International call.
Ask us. We'll help you.
Frequently asked questions
What can I expect when I place an order?
After placing an order, you will receive an email confirmation with a summary of your purchase and your order number. Your order will be processed and shipped within 24 hours, and you will receive a tracking number via email once your order is packed and ready for shipping
How long does it take for my order to arrive?
Domestic orders within the lower 48 states typically take 1-4 business days, depending on the shipping method and destination. International shipments can take 2-3 weeks, not including customs processing time
How do I verify my age for purchasing shisha glasses?
Upon placing your first order, our system attempts to verify your age. If verification fails, you will receive an email to verify your age by sending a photo of your government-issued ID. Once verified, you won’t need to complete this step again for future orders
Can I change my order after I submit my purchase?
If you need to alter your order after it has been placed, please contact us immediately. Once your order has been processed, no changes can be made. However, you can return any unopened, unused items for an exchange or refund
What if my order arrives damaged or broken?
If your order arrives damaged, take photos of the damage and email them along with a detailed description and your order number to our customer service. We will then outline your options and request any additional information if needed
Do you offer price matching?
Price matching may be possible for items in stock, identical, not part of a sale or promotion, and from a reputable competitor. It’s best to contact us directly for this service
What if my order is stuck in customs?
If your order is stuck in customs, it’s likely waiting for you to pay duties/taxes. Contact your customs office with the tracking number to find out the next steps. If you’re unable to pay the duties/taxes, you may refuse the package and have it sent back to us for a refund, minus the cost of shipping and a 15% restocking fee
